Last week, more than 1,500 contact center professionals came together at the Walt Disney World Resort for ICMI’s Contact Center Expo and Conference. The event included call center tours, more than 75 sessions covering everything from cloud solutions for the contact center to social media …

What is the value of a true customer engagement solution? The answer depends largely on who you ask, and what problems are most important to them to solve. When we looked at the challenges facing today’s customer service teams, it became clear that any complete …

There’s an old saying about customer service: fast, good or cheap. You can get good and fast service, but it won’t be cheap. You can get cheap and fast service, but it won’t be good. Or you can get good, cheap service, but it won’t …

Almost a decade back, a friend from a leading telecom company had told me that they used about 100 parameters to predict the probability of a customer churning out – an important board room discussion point. At that time, their churn prediction accuracy was over …

Workforce management is the most fundamental and commonly used of the workforce optimization software components. Historically it’s been an on-premises application, but the past few years have seen some lower functionality WFM solutions delivered from the public cloud. Aspect is about to turn the workforce …

By now, any IT manager should be well aware of the benefits of cloud computing. When it comes to boosting efficiency, cutting costs and improving flexibility, the advantages of a cloud-based system are hard to ignore.

As a busy working mom, I rarely have the luxury of wasting time. And when I do, I want to waste it wisely. For example, spending a Sunday morning binge watching episodes of Halt and Catch Fire, reading anything other than a business book, or …

If you are unwilling or unable to meet the new consumer-set engagement standards of today’s customer, get ready for rumble. The 2016 Aspect Consumer Experience Index showed us that half of U.S. consumers moved from at least one company in the past year because of …

Nearly everyone can relate to the experience of calling a business, navigating a phone tree for several minutes and then having to repeat that information back to an agent. Some experiences can be even more frustrating if the issue is not resolved or if you …